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Column Descriptions

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Agent

This column shows the names of the selected agents in alphabetical order

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Inbound Call Count

This column shows the total number of inbound calls that contained at least one event associated with the given agent(s), meaning the agent was involved in the call.

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Inbound Calls

This column includes calls that the agent may not have actively participated in. For example, an inbound call that goes directly to the agent's voicemail will appear in this column. To find calls that the agent had an opportunity to participate in, use Presented Calls.

Remember, adding columns to a report requires the Custom Reports module.

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Outbound Call Count

This column shows the total number of outbound calls that involved the specified agent(s). These are calls that originated within your phone system and dialed out to an external number. Calls can include the specified agent either because that agent initiated the call or because the call was transferred to that agent.

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Internal Call Count

This column shows the total number of internal calls that involved the specified agent(s). Internal calls are calls between two extensions.

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Total Calls

This column shows the total number of inbound, outbound, and internal calls with/for the given agent(s).

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Avg Talking Duration

This column shows the average duration of all talking events for the given agent(s)

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Total Talking Duration

This column shows the total duration of all talking events for the given agent(s)